|Address:||8380 Hansen Ave, Shakopee, MN 55379, USA|
Arrived at 7:00 pm for a 7:55 movie. Pre-purchased seats online via Fandango. At 7:05 my wife and I order a burger and salad. At 7:55, 50 minutes later, we were still waiting for our food, as were many other people... Yes its opening night, yes the majority of food patrons were taking advantage of the 50% off large pizza. But, if you understand how important first impressions are to return business and word of mouth, seems to me this would be planned for, so no one experiences unreasonable wait times, unless that was factored into the revenue projections from food sales from the Express window - sorry for the sarcasm. There were at least 30 people in dress business attire (execs, investors, management?) wearing name badges mostly standing around congratulating themselves - seemingly oblivious to the situation. Assuming they would actually be concerned that the customer experience on opening night from the food service was sub par, youd expect someone would have the point of awareness to roll up their sleeves and chip in and help in the kitchen, or ensure orders were going out in a reasonable time, especially for orders that werent eating 50 percent of the profits (a 12 dollar burger and 9 dollar salad.... has to be a high gross margin) - the majority of the wait was due to everyone redeeming the 50 percent off coupon that was mailed to the surrounding area. Poor planning on someones part. If I were an investor I would be very upset. Im sure the movie experience would have been good, but we decided to wait until another time when we will get dinner elsewhere before we come to watch a movie. On a positive note, the staff that was actually working were very nice and friendly. Getting refunds for the food and tickets went very smoothly with apologies.
My first time at this theater was amazing! The seats are comfortable and the concessions area was neat and clean just like the rest of the place. Unfortunately, tonight was the complete opposite. It was a busy day and I understand that the theater would be packed on a Friday, but I did not expect the kind customer service myself and another family were given after trying to figure out seating arrangements. I bought my tickets online and reserved 4 seats just like the other family had done prior to going to watch the movie. That family was sitting in two of the seats I had reserved for my group because somebody else was sitting in their RESERVED seats. I wasnt upset with this family because obviously this was not their fault. I was met with an unfriendly manager (hes a bald white man) who DID NOT ask the people who stole that familys seats to get out or to sit in the seats they had purchased. Instead, he moved the family to two front row seats (there were 3 people in that family, two kids, one adult. Im guessing one of the kids had to sit on someones lap or somebody was sitting on the floor which is NOT fair!!). The two front row seats were actually the seats that the "stealers" had purchased. Im sad that that family did not get the seats they reserved all because some assholes decided to sit in seats they did not reserve. That family deserved a refund and better customer service. I guess this new seating policy doesnt apply to everyone.
James K. Lambert
The place is nice looking but the seats are not as comfortable as the Paragon Odyssey Theatre in Burnsville. We went at a slow time and the workers seemed more into talking to one another than caring about the customers. I had purchases tickets online but no one even asked to check my phone or anything when we walked to our theater. They didnt even seem to notice us. When we got in the theater there was nothing no; no ads or music or anything. We waited for the movies start time and waited at least 15 minutes after that. I didnt want to leave my son in there alone but there was another family there he knew from school so I went out and found what looked like a supervisor or manager chatting with the staff and asked why our movie wasnt coming on. She said she would look into it and walked off. No sorry, no common courtesy. No one came and talked to us, before or after the movie. No apologies, explanations, or anything, but they did finally get the movie going about 10 minutes later and skipped all the previews. When we left at the end no one was around in the hall and we all walked out the nearest exit rather than going back to the lobby. I was amazed how much they didnt care about our experience or anything. Very disappointing!
Shannon Crews Orlowski
The only thing good about the new location is it makes the old one better!! This place is a bad joke!! If you plan on going youll need to start planning a week before you go. Called to get a movie time and was hung up on three times, then it was just busy. Got there close to two hours early for a Saturday morning movie. They had one guy selling tickets. Took him half an hour to help three groups in front of us. When it was finally time to get tickets he tells me that the only seats are in the front row, and I need to pick a seat now! Since my kids were the only ones I had seen that morning. Either lots of adults are going to this cartoon or they sold them all on-line. Maybe its just me but picking out seating before you have even seen them makes no sense. We went down the road to the old one and got right in for the same movie. No lines, a lot cheaper, and sat anywhere we wanted.
I decided to try this theater out and purchased the tickets online at fandango. The confirmation email said "Go Directly to the ticket taker and have your mobile ticket scanned." When I got there, SHE (wish I got her name) told me that I could not pass unless I had a paper ticket. I showed her the email and what it said. She kept saying that they need PAPER tickets. I would have gone back and gotten the damn paper ticket if it wasnt for the movie already starting. Then she said , "I will let you through this once but you cannot come and go." There would be no going to my seat and then coming back for the snacks. Fine, they lost my money there. If I hadnt already bought the tickets, I would have walked out. So I went to my seat without any snacks and watched the movie in the most uncomfortable Dream Loungers. I will be keeping my theater business at Burnsvilles Paragon.
Terrible service in the restaurant. Waited 20-30 minutes and no one took our order. Tried to order at the bar and the person taking our order abruptly walked away. She eventually brought our food, but it was clear she either had no idea what she was doing, or didnt care. This may be some growing pains for this very new theater. Hopefully they can properly staff in time. The food was so-so at best. They called it a "Smash Burger" but I highly doubt they have any affiliation with SmashBurgers. The actual movie theater was great. Comfortable seats (with heat), but they dont recline very far. You can tell that the early adopters of these seats go back much further. Over all Im hopeful that some of the other issues we noticed are just due to a very new and inexperienced staff.